Customer Service Project Manager
Resume:
Joshua Fink
Phone:
813-***-**** Lutz, FL 33558
Email: ***********@*****.***
Director, Information Technology
Strategy Leadership Performance
Areas Of Expertise
Corporate Strategy Project Management Change Management &
Alignment Cross-Functional Communications
Vendor Evaluation Leadership Process Optimization &
Staff Team Leadership Automation
Development/Supervision Innovative IT Initiatives Strategic IT Planning
Troubleshooting/Resolution End-user Support
Performance Assessment
Product Management Vendor Relations
Agile Development
Professional Experience
HSN.com (Home Shopping Network), St. Petersburg, FL
2007-Present
Senior Manager Software Engineering
. Led a $400,000 project to re-design the desktop and mobile experience
for one of HSN's largest brands through all phases of the development
lifecycle, which consisted of a 20 person team that included
developers, QA, and product managers.
. Technical lead of the email personalization project that required a
complex integration between the data warehouse, internal email APIs,
and UNICA/Interact.
. Manage the technology that sends HSN marketing email. This includes
order and shipment confirmation emails and marketing emails that are
sent to 1 million+ customers per day.
. Manage the back office technology and processes of the HSN digital
retail business. This includes supporting a suite of home grown
applications used on a daily basis by 100+ people across multiple HSN
departments.
. Assist VP of Technology in creating monthly capital forecasting and
actuals for a $2 million budget.
. SCRUM master for a team of 6 people.
. Advanced the search functionality of the web site by implementing
several major functional and technical upgrades accounting for $3
million/year increase in sales.
. Created a production only support role to focus solely on user support
and production issues resulting in a 50% reduction of support
requests.
. Tasked with the technical implementation of the online only product
division, which consists of over 60 drop ship vendors, over 13,000
live products, and accounted for $28 million of sales in 2013.
. Certified Scrum Master (CSM) - 2013
. PMP Certification received in - 2007
Joshua Fink - Page 2
Professional Experience Cont.
ACCENTURE, St. Petersburg, FL
2000-
2007
Team Lead
2005-2007
. Managed development team to deliver quarterly releases for a multi-
million dollar customer service application.
. Collaborated with client business analysts to create quarterly work
plans.
. Responsible for on time and on budget delivery of quarterly work
plans.
. Provided technical and functional direction to team members.
. Tasked with day-to-day management of resources and annual reviews.
. Effectively worked in a dual site development environment.
Data Conversion Lead
2005
. Designed, built, and tested complex data maps using Informatica.
. Provided coaching for Informatica data mapping software.
. Served as subject matter expert for a 1 million account legacy system
conversion.
. Led control function to ensure that all pertinent legacy data was
converted.
. Assisted project manager in budgeting and resource allocation during
the project.
. Day-to-day client interaction to facilitate solutions to complex
problems.
Product Architect
2001-2004
. Conceptualized and proposed enhancement projects to clients that
reduced costs and allowed users to work more efficiently.
. Drove enhancement from requirements to implementation by managing
resources and keeping the project on budget, while remaining on
schedule.
. Delivered a Synergy Portal which was used by all teams as a common
communication source and document warehouse.
. Created and drove formal brainstorming process to develop sellable
enhancement ideas.
. Served as the Customer Service functional expert for 5 multi-million
dollar clients.
. Responsible for estimating, budgeting, and allocating resources for
enhancement projects.
Team Lead
2000-2001
. Ensured that deliverables are completed on time and on budget with
high quality.
. Provided technical and functional direction to developers.
. Reviewed deliverables to ensure that they adhere to functional and
technical standards.
. Helped manage client expectations during project lifecycle.
. Created and delivered individual performance evaluation for team
members.
Education
Bachelor of Science, Accounting, University of South Florida, College of
Business, Tampa, FL (1996)
Technology Skills
Architecture
Database Management Systems
Vendor Packages
Languages
Client/Server, .NET
DB2, Oracle, Microsoft SQL Server
ENDECA search engine, Informatica PowerCenter, COBOL, C, HTML, SQL
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